Determinants of Customer’s Satisfaction in Islamic Micro-Finance Offered by Akhuwat Foundation of Pakistan. An Empirical Study

Abstract

The main purpose of this study is to determine the factors which have an impact on customer’s satisfaction in Islamic micro-finance, provided by Akhuwat foundation of Pakistan. Customer satisfaction basically, describes overall evaluation based on the total purchase and consumption experience with the good or service over time. Explanatory research design is used in the study, to examine the impact of independent variables on dependent variable. Therefore, in this context, we employed quantitative method of data collection in the form of self-structured questionnaire by using convenience sampling technique, using a sample of 260 questionnaires from six major cities of Pakistan. And accordingly, OLS method of regression was employed to exhibit the impact of various factors on customer’s satisfaction in Islamic micro-finance provided by Akhuwat foundation of Pakistan. The findings of this study explicitly reveal that customers have shown full faith in Islamic micro-financing facilities provided by Akhuwat. Therefore, it can be conceded from the results that customers were highly satisfied from the services of Akhuwat foundation. The study aims to identify the importance of Islamic micro financing scheme of Akhuwat with a wide perspective of assessing the main determinants of customer’s satisfaction. Hence, this study may prove as vital tool for Akhuwat foundation/ NGOs to design their strategies in pursuance of customer’s responsiveness. The exceptionality of this study is to point out the most appropriate factors to use, adopt and follow in this case.